IT Service Coordinator

• Speed with Precision: We respond quickly and do the work thoroughly. Review requests carefully, assign tickets correctly, and keep urgent issues moving.
• Extreme Ownership: We take responsibility for results. Track requests through completion, address delays, and keep clients informed.
• Documented Excellence: We keep clear records so others can pick up where we left off. Document calls, troubleshooting steps, ticket updates, and next steps.
• Team-First Collaboration: We solve problems together and communicate openly. Assign work thoughtfully, share updates, and treat clients and teammates with respect.
• Continuous Improvement: We keep learning and improving how we work. Identify repeat issues, suggest better workflows, and help turn ideas into action.

We are looking for someone who puts these values into practice every day.

About the Role

You will manage service requests coming in through email, our web portal, and phone calls. You will review each request, set its priority, and assign it to the right team or technician based on skills, workload, and availability.

You will also resolve basic support issues within your training and access level. When an issue needs more help, you will document what you found and send it to the right technician.

What You Will Do

Manage and assign service tickets

• Monitor incoming requests through email, the web portal, and phone.
• Create and review tickets for clear details, correct categories, and priority.
• Assign tickets to Support, Projects, Cybersecurity, Compliance, or SOC as needed.
• Delegate work based on technician skills, workload, and availability.
• Check that required forms and approvals are in place before assigning work.
• Keep ticket assignments, statuses, and notes current.

Provide basic Level 1 support

• Troubleshoot common Windows, Microsoft 365, Outlook, printer, and connection issues.
• Assist with password resets and account access using approved identity checks.
• Follow documented troubleshooting steps and security procedures.
• Record the steps taken and escalate issues that need advanced support.

Communicate with clients and technicians

• Answer calls professionally and gather the details needed to help.
• Give clients clear updates and coordinate technician callbacks.
• Transfer calls to the assigned technician when available.
• Share priorities, blockers, and next steps with the team.
• Stay calm and respectful when clients need urgent help.

Keep work moving and records complete

• Monitor response deadlines, overdue tickets, and stalled requests.
• Check with technicians and escalate delays to management.
• Review ticket notes and time entries for accuracy and completeness.
• Support daily check-ins and weekly service meetings.
• Help train new technicians on ticket workflows, documentation, and communication standards.
• Keep tickets and IT Glue records clear and current.
• Track service desk performance and suggest ways to improve workflows.

We are looking for an organized Service Coordinator with strong communication skills and basic IT support experience. You will keep our service desk running smoothly, connect clients with the right technician, and handle basic Level 1 tickets., * At least 3 years of experience in IT and customer service roles.

• At least 1 year of experience coordinating technicians, dispatching work, or managing service workflows.
• Experience using an IT ticketing system.
• Basic troubleshooting skills with Windows and Microsoft 365.
• Strong written communication and professional phone skills.
• The ability to prioritize requests and delegate work clearly.
• Strong attention to detail and consistent use of company procedures.
• The ability to manage several requests while keeping clients and technicians informed.

Preferred Experience

• Experience with an MSP, MSSP, or outsourced IT support company.
• Familiarity with Autotask, ConnectWise Manage, IT Glue, or service reporting dashboards.
• Experience with M365 Admin Centers
• Experience supporting clients with security or compliance requirements.

Employment Requirements

• Ability to work full-time, in person at our Brea, California office.
• Must meet ITAR U.S. person eligibility requirements.
• Must complete required background screening and drug testing.., * Do you meet the U.S. person eligibility requirement under 22 CFR § 120.62 (ITAR)?
• Are you able to work full-time, in person at our Brea, California office?
• Which ticketing systems have you used?
• Do you have experience speaking with clients by phone to gather details, provide updates, and coordinate IT support?

Experience:

• M365 Admin: 3 years (Preferred)
• MSP: 1 year (Preferred)
• Network administration: 1 year (Preferred)

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Brea Networks provides IT support, cybersecurity, and CMMC compliance services to defense contractors and other businesses that handle sensitive data.